If the door is unsafe right now
A door that is off its track, hanging crooked or has a broken spring comes before any dispute. Keep people and cars clear, stop using the opener, and don't try to lift it back yourself: B&D warns that springs or cables may be broken and could put you in danger.
A problem with the door job
Put it to the door business in writing
Set out what is wrong, what you want done about it and a reasonable date for it. Keep the quote, the invoice, photos of the door and every message between you.
Know where you stand
The Australian Consumer Law says a service you pay for must be done correctly and with care and skill, and anything promised in an ad or by a salesperson must be true. Those rights are against the business you paid.
Go to your state's consumer service
If the business doesn't put it right, the consumer affairs or fair trading service in your state or territory is the next place to go. Examples are NSW Fair Trading, Consumer Affairs Victoria, Consumer and Business Services in South Australia, Consumer, Building and Occupational Services in Tasmania, and Access Canberra.
In Queensland, the job's value matters
QBCC regulates building work in Queensland, but it says it cannot step in when the work is valued at less than $3,300, counting labour, materials and GST.
Wiring you think is unsafe
If the power point or wiring for an opener seems unsafe, or was done by someone without a licence, the electrical regulator in your state is the body to tell. Ask for the electrical certificate too: every state requires one, under a different name.
The electrical regulator and the certificate, by state
| Electrical regulator | Certificate to ask for | |
|---|---|---|
| Queensland | Electrical Safety Office | Certificate of testing and compliance |
| New South Wales | Building Commission NSW | CCEW |
| Victoria | Energy Safe Victoria | Certificate of Electrical Safety (COES) |
| Western Australia | Building and Energy | Electrical Safety Certificate, within 28 days |
| South Australia | CBS licenses contractors; the Office of the Technical Regulator runs certificates | eCoC, within 30 days |
| Tasmania | Administrator of Occupational Licensing, through CBOS | A copy of the approved record form |
| ACT | Access Canberra | A test report within 14 days |
| Northern Territory | Electrical Safety Regulator | Certificate of compliance, within 20 business days |
A complaint about The Door Hero
If your details went somewhere they shouldn't have, or you are unhappy with how The Door Hero handled your personal information, the Office of the Australian Information Commissioner (OAIC) takes privacy complaints. The privacy policy sets out what we collect and who sees it.
Any other complaint about The Door Hero can go to the consumer service in your state or territory.
What The Door Hero can't do
The Door Hero can't refund money you paid a door business, send a business back to a job or rule on a dispute about the work. Your agreement and your consumer rights sit with the business, and the services above can help you use them.